Head of Operations

We are seeking a highly skilled and strategic Head of Operations to lead and oversee the entire operational framework of our luxury hotels and short-let apartments. This role requires a seasoned hospitality leader with deep expertise in hotel management, operational efficiency, and guest experience enhancement.

The Head of Operations will ensure seamless service delivery, facility excellence, cost optimization, and brand-standard guest experiences across all locations. The ideal candidate must possess strong leadership, financial acumen, and data-driven decision-making skills while fostering a culture of service excellence.

KEY RESPONSIBILITIES

Strategic Operations Leadership: Oversee all hotel and short-let apartment operations, ensuring smooth, efficient, and high-standard service delivery.

Develop and implement Standard Operating Procedures (SOPs) across all operational departments.

Conduct periodic audits, risk assessments, and operational reviews to drive continuous improvement.

Guest Experience & Service Excellence: Lead strategies to enhance guest experience, ensuring personalized, world-class service.

Implement luxury hospitality best practices to maintain high guest satisfaction and retention rates.

Facility & Asset Management: Ensure all properties are impeccably maintained, implementing preventive and corrective maintenance schedules.

Supervise Facility Maintenance Technicians, ensuring quick resolution of maintenance issues.

Optimize vendor management, ensuring compliance with Service-Level Agreements (SLAs).

Financial Oversight & Budget Management: Manage operational budgets to control costs while maintaining service excellence.

Oversee inventory, procurement, and cost-control measures to optimize resource allocation.

Identify cost-saving opportunities without compromising quality.

Ensure compliance with financial policies, audits, and reporting standards.

Data-Driven Decision Making: Analyze operational performance reports, guest feedback, and financial data to guide strategic decisions.

Present monthly performance reports to executive leadership, highlighting improvements and challenges.

Leverage hospitality industry analytics to enhance operational efficiency and guest satisfaction.

REQUIREMENTS

10+ years experience in luxury hotel and/or short-let apartment operations, with at least 5 years in a senior leadership role.

Strong leadership & people management skills with the ability to oversee multiple locations.

Proven expertise in hospitality operations, facility management, and service excellence.

Proficiency in budgeting, financial oversight, and cost control.

Strong data analysis & performance reporting skills.

Excellent communication, negotiation & stakeholder management skills